IT Service Desk Technician

Who is Swire Coca-Cola? We are a family-owned bottling company with a story spanning over two centuries. We are one of the largest bottlers of Coca-Cola in North America and distribute more than 50 beverage brands and flavors creating joy for our customers every day. Our 8,000+ driven employees work hard as part of a team that delivers refreshment to over 30 million consumers across 13 states. Begin a journey with us at Swire Coca-Cola and belong to a community of dedicated team members who think big and believe in winning together.

Job Details:
Schedule:
Pay:

What does the IT Service Desk Technician do at Swire Coca-Cola?
The IT Service Desk Technician provides technical support by troubleshooting hardware, software, networks, and other systems for all Swire Coca-Cola employees across the enterprise. Service Desk technicians provide Tier 1 & 2 and collaborate with field technicians, systems, network, and security engineers to resolve incidents, problems, and service requests. You will participate in projects that support company goals, researching and maintaining up to date knowledge of emerging technologies and solutions.

Responsibilities:

• Receives and responds to issues and requests through multiple channels, including phone, walk-up, customer portal, email, instant messaging, and AI chatbot.
• Documents issues using the IT Service Management (ITSM) platform
• Applies ITIL principles for incident, request, problem, and change management processes, following best practices and supporting departmental standards
• Installs, configures, maintains, optimizes, and documents the performance of client-facing systems
• Researches and recommends innovative technologies to support and/or automate administrative functions, collaborating with IT vendors (hardware, software, services), outsource partners, and other stakeholders
• Provides support for A/V technologies in corporate meeting spaces, in close coordination with the Systems team to ensure operational continuity and event success
• Maintains and improves the Service Desk's knowledge base in alignment with company and departmental standards
• Assists with end-user training and documentation while ensuring timely and effective onboarding of new employees, interns, and contractors
• Provides high-priority issue resolution to Executive team members with urgency and professionalism
• Maintains schedule flexibility to support business needs.

Requirements:

• High School Diploma (or GED) or equivalent required
• 1+ year of college or 1+ year experience in IT related field preferred
• CompTIA A+, Server+, Network+, Security+, ITIL, or relevant certifications preferred
• 1+ years' experience in IT-related field preferred
• Troubleshooting experience for desktop/laptop hardware, software, and mobile devices preferred
• Proficiency in enterprise A/V systems and meeting room technologies

Swire Coca-Cola is an equal employment opportunity and affirmative action employer that participates in the E-Verify program as required by law. All qualified applicants will receive consideration for employment without regard race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status or other legally protected characteristics. Swire Coca-Cola does not sponsor applicants for work visas.